Clinic Office Supervisor

Company Overview:

 Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible. Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. 

 At Commonwealth Pain & Spine, our employees are the heart of our success and the care we provide to our patients. 

* Commonwealth Pain and Spine is an Equal Employment Opportunity Employer! *

We offer full benefits package, PTO, 401k and paid holidays!

Title: Clinic Supervisor

Reports To: Regional Clinical Director

FLSA: Exempt

Direct Reports: Yes

This position will cover our Pikeville, KY location. 

Company Overview:

Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible.

Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. Our entire team is committed to providing levels of patient satisfaction and overall clinical outcomes that far exceed the expectations of the medical community, referring physicians, and our customers.

Job Summary:

The Clinic Supervisor is a people-first healthcare leader responsible for overseeing daily clinic operations, team performance, patient experience, and operational excellence. This role serves as a key partner to providers and organizational leadership, creating a positive, inclusive, and high-performing work environment while ensuring efficient clinic operations and exceptional patient care.

The ideal candidate is an adaptable leader who thrives in a fast-paced healthcare setting, develops and empowers team members, uses data to drive decision-making, and models the values and culture of Commonwealth Pain & Spine.

Responsibilities:

Team Leadership & Employee Engagement:

·        Foster a culture of trust, accountability, collaboration, and patient-centered care.

·        Lead, coach, and support clinic team members to achieve individual and team success.

·        Conduct regular performance conversations, provide constructive feedback, and recognize employee achievements.

·        Support employee engagement, professional growth, retention, and career development initiatives.

·        Assist with onboarding, training, mentoring, and cross-training of team members.

·        Responsible for approving paid time off, confirming accuracy of team’s timecards, approving timecards in a timely manner, and all other duties related to ensuring the team is paid accurately and per organizational policies and procedures.

·        Responsible for approving team’s mileage, and other expenses, in online expense reporting system.

·        Promote an inclusive workplace where all employees feel respected, valued, and supported.

·        Address employee concerns promptly and professionally, partnering with Human Resources when appropriate.

·        Assist with staffing plans, scheduling, and resource allocation to ensure operational effectiveness.

·        Lead by example and embody Commonwealth Pain & Spine's Mission, Vision, Values, and Patient Pledge.

Clinic Operations & Performance Management:

·        Oversee day-to-day clinic operations to ensure efficient patient flow and a positive patient experience.

·        Partner with providers to support clinical operations, communication, and clinic performance.

·        Monitor and improve key operational and patient experience metrics, including productivity, patient satisfaction, access, scheduling efficiency, and quality indicators.

·        Utilize data and reporting tools to identify improvement opportunities and implement solutions.

·        Ensure adherence to organizational policies, procedures, and operational standards.

·        Coordinate clinic resources, equipment, and supply management to support uninterrupted operations.

·        Support process improvement initiatives that enhance efficiency, quality, and patient outcomes.

·        Participate in organizational projects, change management initiatives, and best-practice implementation.

·        Perform other duties as assigned.

Patient Experience & Service Excellence

·        Champion an exceptional patient experience by promoting empathy, communication, and service excellence.

·        Address patient concerns and service recovery opportunities in a timely and professional manner.

·        Monitor patient satisfaction feedback and implement action plans to improve outcomes.

·        Ensure patients receive respectful, clear, and compassionate communication throughout their care journey.

Revenue Cycle Partnership

·        Serve as the clinic’s primary point of contact for central revenue cycle and business office, responding to requests and escalations timely.

·        Ensure front-end accuracy at the clinic (patient demographics, insurance verification and eligibility, etc.).

·        Accountable for time-of-service collections (copays, balances, deductibles) and daily close and deposit reconciliation per policy.

·        Ensure timely completion of charges and encounters by working with providers and staff to resolve missing charges and documentation holds.

·        Review clinic-level revenue cycle reports (e.g., front-end denials, registration errors, time-of-service collections, charge lag) with the central teams on a monthly basis, and own corrective action plans for issues at the clinic.

·        Communicate payer, billing, and policy changes from the central business office to clinic staff and make sure they’re followed.

Compliance, Quality & Safety

·        Maintain working knowledge of healthcare regulations and organizational policies, including HIPAA, OSHA, FMLA, and applicable federal and state requirements.

·        Ensure patient privacy, confidentiality, and regulatory compliance at all times.

·        Ensure the clinic meets organizational standards for safety, cleanliness, and appearance in patient and staff areas, including oversight of janitorial and facility vendors.

·        Ensure OSHA compliance at the clinic, including required postings, the exposure control plan, sharps and biohazard waste handling, SDS binder, eyewash stations, and the injury/illness log.

·        Ensure infection prevention practices are followed, including room turnover, equipment cleaning, and hand hygiene.

·        Maintain clinic physical security, including opening and closing procedures, alarm and key/badge access, and secure storage of cash, PHI, prescription pads, and medications.

·        Ensure staff are trained on and drill emergency procedures (fire, medical emergency, active threat, severe weather, utility outage), and that emergency equipment (AED, crash cart, fire extinguishers) is checked per schedule.

·        Support quality assurance, risk management, and patient safety initiatives , including prompt reporting of safety incidents, workplace violence or threats, and facility issues through the proper channels and follow-through to resolution.

·        Participate in audits, inspections, and compliance reviews as required , including routine clinic safety and environment inspections per policy, and own corrective action plans for findings.

·        Promote a culture of ethical decision-making and accountability.

Qualifications:

·        Minimum of 2 years of leadership, supervisory, or management experience in a healthcare, medical office, or clinic setting preferred.

·        Experience with medical operations, scheduling, insurance processes, compliance, and patient services preferred.

·        Proven ability to lead teams and drive operational excellence in a healthcare environment.

·        Strong leadership, coaching, and team development skills.

·        Excellent communication, interpersonal, and conflict-resolution abilities.

·        Ability to effectively prioritize, organize, and manage multiple responsibilities in a dynamic environment.

·        Strong critical thinking, problem-solving, and decision-making skills.

·        High emotional intelligence and ability to build positive working relationships.

·        Customer service and patient experience excellence mindset.

·        Proficiency with electronic medical record (EMR) systems, Microsoft Office Suite, and healthcare technology platforms.

·        Ability to analyze data, monitor performance metrics, and implement operational improvements.

·        Commitment to continuous learning, adaptability, and professional growth.

Education:

·        High School diploma or equivalent is required

·        Associate or bachelor’s degree in healthcare administration, business administration, Healthcare Management, Nursing, or a related field preferred;

·        Equivalent experience may be considered in lieu of education.

Essential Function:

Drive to assigned clinic locations as needed.

Must maintain a valid driver’s license and meet the organization’s driving requirements.

Physical Requirements:

The physical demands of this position will include sitting and standing with occasional light to medium lifting. An employee must meet these requirements to successfully perform the essential duties of this job.

Commonwealth Pain & Spine is an Equal Opportunity Employer. We make employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.

Reasonable accommodation is available during the application process and for qualified individuals with disabilities.